> Perhaps you are right but what the duck does sales funnel mean in a suicide prevention website?

It's just a random example what marketers and owners think about when choosing an analytics platform, not specific to a suicide prevention website. But also, think that the website owner has some "Goal" which in this context might be "Someone calls and didn't kill themselves", then they'd try to setup their analytics platform to give them concrete numbers and metrics about this "sales funnel".

> But I personally used to (still do) have the habit of searching open source alternatives to software themselves.

Me too, and I don't disagree with anything what you write.

But practically, among less-technical users, imagine your typical Windows dev who've written C# code for two decades and gets excited when Microsoft holds press-conferences, these people aren't seriously gonna re-evaluate their choices, they go with what they already know in 99% of the cases.

> So is there any solution to such issues except awkward silences?

Best you can do is be honest, forthcoming and help them understand if it feels like they don't understand. Ultimately, people won't try to solve things they don't see as issues, so the first step to take might be to clearly identify and show them what issues the current approach as, with concrete evidence and context.